The Customer Service Analysts interfaces with production scheduler, finite schedulers, transportation, operations, demand replenishment planners, and ordering units to meet all demands of the customer. Responsible to notify all ExxonMobil ordering units of customer service failures. Plant single point of contact for all bulk and packaged product availability. Responsible for researching/responding to plant related customer complaints. Coordinates lube returns.
Single point of contact for all customer service inquiries from Customer Service Center, EMLT, and Demand replenishment planners, Ryder, and internal plant personnel.
Track inbound shipments and communicates to DRP when demand exceeds inbound order quantity and product arrival date is past due.
Updates inbound trailer log and communicates critical offloads to shipping coordinators. Inventory discrepancies are reported to Package ICA for resolution.
Daily review and reporting to CSC/EMLT, internal plant personnel, of customer backorders and future shortages; verifies Goods Issue & Goods Receipts on previous days orders are completed. Provides root cause analysis on backorder trends.
Oversee customer service inquiries from all ordering units through CRM Service Requests as well as plant personnel, including, but not limited to lube returns, credit/rebills, carrier claims, miss-shipments, and backorders.
Monitor CRM days open to maintain expectation of less than 30 days to closure and 80% on-time closure rate.
Ensure updates are made to CRM post investigation, provide complaint resolution tracking, and maintain the SR Tracker
Stewardship package containing service request data.
Coordinates lead time violations for bulk and package.
Facilitate CofA and BOL requests.
Ensures compliance with all local, state and federal regulatory standards for employee health, safety and environmental requirements through the execution of all SSHE activities.
Participates in Loss Prevention System tools, including required per schedule loss prevention observations
Adhere to and ensure compliance with ISO 9001/TS16949 policies and procedures.
All other duties as assigned
Backfill First Pass Shipping Notice responsibilities of the Package ICA
Ensures compliance with all local, state and federal regulatory standards for employee health, safety and environmental requirements through the execution of all safety programs Operation Integrity Management System (OIMS).
Extended team member of OIMS System 5.2 Occupational Health.
Adhere to and Ensure compliance with Corporate Controls, including compliance with Data Integrity Assurance Framework through policy communications, procedures, and, as applicable, holding employees and contractors accountable
Minimum of 3 years of administrative support experience
Data collection and organization experience
Database management experience (e.g. SAP)
Proficient in Microsoft Office Suite of programs (e.g. Excel, Outlook, PowerPoint, Word, etc.)
PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES
Ability to understand the ExxonMobil business, culture and strategy, as well as the emphasis on safety.
Understanding of and compliance to financial controls.
Effective two-way communication with internal and external customers (oral, written, presentation, listening).
Working knowledge of plant operations
Good working knowledge of plant systems (Stripes, GWM, POS) and excellent computer skills, including MS Excel and Access
Good business judgement
Desired behavioral competencies: communication, flexibility, teamwork, and concern for impact
ExxonMobil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.